Support

TRACE is a logbook for doctors — a place to record the cases, procedures and activities that go into an appraisal or portfolio.

If something isn't working or you can't find an answer here, write to support@tracelogbook.com. Replies usually come within two working days.

Reporting a problem from inside the app

Profile → Report a problem is the fastest route, because it attaches the technical details needed to diagnose a fault: your app version, device model and operating system, whether the assistant is on, and how many entries are in your logbook.

It never includes anything you have written, and no patient information. You can read the whole message and edit or delete any part of it before sending.

Common questions

The assistant isn't responding

Check you have a working internet connection — the assistant needs one, though everything else in TRACE works offline.

If a session shows an error, tap Try again. Most connection problems clear on a second attempt.

If it persists, the assistant may be muted. Tap the mark at the top of the screen to unmute it — it appears grey while muted.

It didn't hear me

TRACE needs microphone permission. Check Settings → TRACE → Microphone on your device.

If the microphone is on but nothing is being picked up, another app may be holding it. Close anything else that records audio and try again.

My entries aren't on my other devices

Sync uses your own iCloud account, so all your devices must be signed in to the same Apple Account with iCloud Drive turned on.

Check sync is enabled in Profile. New entries can take a moment to appear; if nothing has arrived after a few minutes, open the app on both devices to give each a chance to talk to iCloud.

I deleted something by mistake

Deleted entries go to the Bin and stay there for 30 days. Open it from Profile and restore anything you need.

After 30 days they are permanently removed and cannot be recovered.

How do I get my logbook out?

Profile → Export. You can produce a formatted PDF or an Excel workbook with a sheet per template, and choose the date range first.

Before writing the file, TRACE checks it for anything that looks like a patient identifier and tells you what it found, so you can remove it first.

Managing your subscription

Subscriptions are handled by Apple, not by us. To change or cancel one, open Settings → your name → Subscriptions on your device.

If a subscription lapses you keep full access to everything already in your logbook — you can read, search and export it as normal. Adding new entries and the assistant pause until you renew. Nothing is deleted.

Restoring a subscription on another device

Open the subscription screen and tap Restore purchase. It must be the same Apple Account that bought it.

Privacy

Your logbook is stored on your device and synced through your own iCloud account. It never reaches our servers, and we have no way to read it.

When you use the voice assistant, your audio is sent to Google to be turned into filled-in fields. TRACE explains this before it ever opens the microphone, and asks you not to say anything that identifies a patient. You can decline and type instead, or turn the assistant off entirely.

The full detail is in the privacy policy.

For anything about your data, or to exercise a right under UK GDPR, write to privacy@tracelogbook.com.

A note on what TRACE is

TRACE is a personal logbook. It is not a medical device, not a patient record, and not a substitute for your organisation's clinical systems.

It is designed so that patient-identifying information is never required, and you should not enter any.

Contact

TRACE is made by Suleman Mulla.